Roberts Travel Group is a Member of ABTA with membership numbers Y6278 and P6893. ABTA and ABTA members help holidaymakers to get the most from their travel and assist them when things do not go according to plan. We are obliged to maintain a high standard of service to you by ABTA's Code of Conduct. For further information about ABTA, the Code of Conduct and the arbitration scheme available to you if you have a complaint, contact ABTA, 30 Park Street, London, SE1 9EQ. Tel: 020 3117 0500
For more information
ABTA have an on-line resort check which we recommend you visit if travelling abroad with us.
Bonded Coach Holiday Group - Trading Charter
Roberts Holidays: our trading charter with you.
Why should I read this page?
Because it is very important. Our Trading Charter forms a key
part of our agreement with you because it not only comprises
the booking terms and conditions for the booking of your
package, but also the Consumer Guarantee (described below)
from The Bonded Coach Holidays Group (“BCH Group”), part
of the Confederation of Passenger Transport UK, providing
protection for the money you pay to us for the booking
should we go out of business. Both the booking terms and
conditions and the Consumer Guarantee, together with the
confirmation of booking we give you at the time we commit
to your booking for you, together make up the legally binding
contract between you as the lead name making the booking,
anyone else in your party and us.
When you make this booking as the lead name you undertake
that you are 18 and have the authority to accept, and do
accept, on behalf of your party the terms of this Trading
Charter. This contract is made subject to the terms of this
Trading Charter, which are governed by English Law, and the
non-exclusive jurisdiction of the English Courts. However, if
you are resident in Scotland or Northern Ireland, you are able
to choose the law and courts in your country, but if you wish
to do so we would ask you to request this before placing your
This Trading Charter and the Consumer Guarantee will not
apply to any booking involving any type of flight. Instead, if
you are booking a holiday which includes a flight, you will be
supplied with the full booking conditions of the ATOL holder
arranging your holiday with whom you have a contract.
Your booking agent will have a copy or alternatively you can
request one prior to booking your holiday from.
How and when do I make this contract with you?
Whichever way you contact us, the contract is made when
your booking is entered on to our reservation system and we
issue a confirmation of booking. We will send you, or your
booking agent the confirmation of your booking within 10
working days. Please check this confirmation very carefully to
ensure all the information is correct and tell us, or your agent,
immediately of any errors.
How is my money for the package I book protected?
Your money is protected by the Consumer Guarantee
described below and provided to you by the BCH Group. This
is possible because we subscribe to the Code of Conduct of
the BCH Group, which requires us to take out a bond from
a financial entity in favour of the BCH Group for it to use to
provide protection for your package money in the unlikely
event that, for financial reasons, we can’t carry out our
booking obligations to you.
BCH Group Consumer Guarantee
The Bonded Coach Holiday Group guarantees to you that in
the event of our failure through insolvency to provide your
package as booked, BCH Group will:
(1) wherever possible, arrange for your package to be
(2) where failure occurs after your package has begun,
arrange for you and those in your party covered by the
booking to be returned by an appropriate means of
transport to their UK area of departure;
(3) if the package cannot be completed as booked, to
reimburse your booking-payments received by us, provided
that BCH Group will first take in to account and withhold
an appropriate amount if any part of the service has
already been provided (including any substituted service).
When do I need to pay for my package and how much?
We reserve the right to alter the prices of any of the packages
that we advertise. At the time of booking you will be told
the current price of the package. You can book by paying a
deposit for each person named on the booking. You will be
told at what point in time you will become committed to a
booking, but we are not committed to the booking until such
time as we provide you with our confirmation of booking.
Our commitment is always conditional upon any balance
being paid before the dates listed below. If you book within
our balance due period you will need to pay the total package
cost at the time of your booking.
If you do not pay the outstanding balance for your package
on or before the date when it is due we may cancel your
booking and you will be required to pay the cancellation
charges detailed below. The date of cancellation will normally
be the date on which we receive your written confirmation
that you intend to cancel or 15 days after the balance due date, whichever comes first.
• Coach Package Deposit: £30 per person.• River Cruise, Ocean Cruise packages and Air packages
deposits and balance due dates differ. Details are shown on the appropriate brochure tour pages or newsletter.
• UK tour balances are due 6 weeks prior to departure.• Foreign tour balances are due 8 weeks prior to departure.
Where optional items are purchased as part of the package these are payable on the balance due date except where
items, such as theatre tickets, have been specifically purchased for you. In this case the cost will be payable at a separate date
notified to you and will not normally be refundable unless we obtain a refund from the supplier we use.
as We reserve the right to alter the prices of any of the travel arrangements shown. You will be advised of the current price of the arrangements that you wish to book before your contract is confirme
Can you change the price of my package after you have
issued the booking confirmation?
Yes we can, but only in very limited circumstances and not
within 30 days of your departure. The price of your package
can be varied due to changes in:-
Transportation costs such as fuel and/or fuel tax, ferry
operator fares and tolls, embarkation or disembarkation fees
Exchange rates applied to the particular package booked; or
Dues and taxes including changes in VAT or any other
Government imposed charges.
In the case of any variation described above, an amount
equivalent to 2% of the price of your package, which
excludes insurance premiums and any amendment charges,
will be absorbed. An administration fee of £1 per person will
be paid by you. If this means that you would have to pay
an increase of more than 10% of the price of your package
before increase, you may cancel it and receive a full refund of
all monies paid, except for any amendment charges. We will
consider an appropriate refund of insurance premiums paid
if you can show that you are unable to transfer or reuse your
policy. Should you decide to cancel for this reason, you mustSpecific seats will not be allocated on coaches operating on
Health & Safety during your package
In some foreign countries, standards of infrastructure, safety
and hygiene may be lower than those to which we are
accustomed in the UK. You should therefore exercise greater
care for your own protection. Further information can be
obtained from your GP or from your travel agent who can
provide you with the leaflet “Health Advice for Travellers”
published by the Department of Health. Some people may
be at risk from discomfort or deep vein thrombosis (DVT) if
they remain immobile on a journey for a long period of time.
If you are planning to undertake a bus or coach journey of
more than 3 hours you should consult your doctor if you have
ever had DVT or pulmonary embolism, a family history of
clotting conditions, cancer or treatment for cancer, a stroke,
heart or lung disease or if you have had major surgery in the
past 3 months. We reserve the right to refuse any booking
in the absence of a doctor’s certificate confirming that you
are fit to travel. During the journey we will provide comfort
stops as frequently as possible. During these stops you are
encouraged to get off the coach and walk around. Exercise
reduces any discomfort which may be caused by periods of
immobility. During any journey you should drink alcohol only
in moderation as it leads to dehydration.
If you are travelling abroad we recommend you visit the NHS Advise site before you travel.
We want all our customers to have a happy and carefree
holiday. But you must remember that you are responsible for
your behaviour and the effect it may have on others. If you or
any member of your party is abusive or disruptive or behaves
in a way which, in our reasonable opinion, could cause
damage or injury to others or affect their enjoyment of their
holiday, or which could damage property, we have the right,
after reasonable consideration, to terminate your contract
with us. If this happens we will have no further obligations or
liability to you. The coach driver/representative, ship’s captain,
or authorised official of other means of transport is entitled
to refuse you boarding if in their reasonable opinion you are
unacceptably under the influence of drink or drugs or you
are being violent or disruptive. If you are refused boarding on
the outward journey we will regard it as a cancellation by you
and we will apply cancellation charges according to the scale
set out above. If the refusal is on the return journey we have
the right to terminate the contract and will have no further
obligations or liability to you.
No smoking policy
Smoking is not permitted on our coaches.
We do not allow pets to be taken on our packages.
Registered Assistance Dogs will normally be accommodated
on UK packages but not on overseas packages
Pick up point, itineraries, travel documents
You are responsible for ensuring that you are at the
correct departure point, at the correct time, with the
correct documents and we cannot be held liable for any
loss or expense suffered by you or your party because of
an incorrect passport or late arrival at the departure point.
If you are a British citizen travelling outside the United
Kingdom you must have a full UK passport valid for a
minimum of three months after your scheduled date of
return. Non-UK citizens must seek passport and visa advice
from the relevant consulates or embassies of the countries
you plan to visit prior to making a booking for one of our
packages. The name on the passport must match the name
on the ticket. If someone in your party changes name after
the booking is made you must tell us immediately so that
we can issue the ticket in the new name.
Approximately 2 weeks prior to departure we will send the
lead named passenger all the necessary labels so that you
receive them in good time for your holiday. Certain travel
documents may have to be retained by us and your driver/
courier will then issue them to you at the relevant time.
If you lose a travel document after it has been issued to you
we will require you to meet the direct cost charged by the
carrier/supplier for the issue of a duplicate or replacement.
Roberts Holidays reserve the right to modify itineraries to
conform with requests from the competent authorities in
the United Kingdom and any other sovereign state through
which the tour will operate.
Excursions which are included in the cost of your booking
and are part of your package are detailed on the relevant
brochure page and refunds will not be made for any excursion
not taken. Optional excursions may be booked and paid
for in resort but these will not form part of your booking.
Admission fees to buildings, grounds etc. are not included
in the price of the package unless otherwise stated on the
relevant brochure page.
If I am travelling abroad
If you are travelling abroad with us, the following list will give all the latest Foreign Office advise as well as a country by country guide to passport and visa requirements.
Foreign Office Check List
What happens if I am delayed?
Your travel insurance may cover you for some delays. In
addition where you are delayed for more than six hours
in any one day we will seek to minimise any discomfort and
where possible, arrange for refreshments and meals.
Do I need to take out travel insurance?
We advise all our customers to take out travel
insurance to cover medical and repatriation costs, personal
injury, loss of baggage and cancellation charges. You do not
need to take out our insurance, but If you do not have insurance and require
our assistance during your package, we reserve the right to
reclaim from you any medical repatriation or other expenses
which we may incur on your behalf which would otherwise
have been met by insurers.
Roberts Coaches Limited is an appointed representative of ITC Compliance Limited which is authorised and regulated by the FCA (their registration number is 313486) and which is permitted to advise on and arrange general insurance contracts.
What assistance will you give me if things go wrong
when it is not your fault?
In addition to what has already been stated (and without
affecting that), if you, or any member of your party, suffer
death, illness or injury whilst overseas arising out of an
activity which does not form part of your package travel
arrangements or an excursion arranged through us in the
UK, we shall at our discretion, offer advice, guidance and
assistance. Where legal action is contemplated and you want
our assistance, you must obtain our written consent prior to
commencement of proceedings. Our consent will be given
subject to you undertaking to assign any costs, benefits
received under any relevant insurance policy to ourselves.
We limit the cost of our assistance to you and any member
of your party to £5000 per party.Passengers with disabilities
You confirm that you will notify us before you book if you
or any member of your party has a disability so that we may
consider what reasonable adjustments we or any relevant
supplier should consider in the context of your package.
We want to ensure the arrangements for your package
are suitable and appropriate. If you have specific needs for
equipment (such as scooters) or medication, or you will need
assistance or particular facilities in the hotel, port or train
station, or may have difficulties in taking part in excursions
or boarding and travelling on the coach or other means of
transport you must let us know in advance. If any assistance
is required it must be brought to our attention at the time
of booking or, if it arises later, as soon as possible. Not all
the packages in this brochure may be suitable for you and if
we reasonably consider we cannot provide what is required,
we will not accept the booking or, if details are not given at
the time of booking, cancel it. We want you to enjoy your
package and will try to help you select an appropriate trip.
If you need advice or further information either you or your
booking agent should contact one of our Sales Advisors.
If you require a special diet please tell us before booking, or
as soon as you are medically advised, and send us a copy of
the diet. We will notify the hotel or hotels identified in your
booking but please note that some hotels may not have
facilities to provide special diets and we cannot be held liable
for their failure to do so unless the hotel has confirmed in
writing that a special diet will be catered for. Where we think
that a hotel is likely to be unable to cope with a special diet,
we will tell you prior to your booking confirmation being
issued so that you can exercise your right to cancel your
package booking without charge. Any extra costs incurred
by you during your package must be paid to the hotel by you
prior to departure from the hotel.
You should also detail any other requests, for example, low
floor rooms, particular rooms or locations on the special
requests section of the booking form. We will pass your
request to the relevant supplier but this does not necessarily
mean that your request will be fulfilled. If a request can be
fulfilled you may incur an extra charge payable either to us
or direct to the hotel. Please note that requests cannot be
guaranteed unless we confirm on your booking confirmation
that this is a guaranteed requirement.
Single occupancy of rooms when available may be subject
to a supplementary charge and this will be shown on the
Some of our hotels arrange additional entertainment.
Where this is part of the package details are given on the
respective brochure page. Where it is not specified it may still
be available but is at the discretion of the hotel and is not
guaranteed. It may be withdrawn if there is a lack of demand
or for operational reasons.
We operate a live reservation system for our holidays and day trips on-line. Any published products are subject to availability. All our school passes are subject to availability.
Data Protection Act
In order to process your booking and to ensure that
your travel arrangements run smoothly and meet your
requirements we, and your travel agent, need to use the
information you provide such as name, address, any special
needs/dietary requirements etc. We take full responsibility for
ensuring that proper measures are in place to protect your
information. We must pass the information on to the relevant
suppliers of your travel arrangements such as hotels, transport
companies etc. The information may also be supplied to
security or credit checking companies, public authorities such
as customs/immigration if required by them, or as required
Additionally, where your package is outside the European
Economic Area (EEA), controls on data protection in your
destination may not be as strong as the legal requirements
in this country. We will not, however, pass information
on to any person not responsible for part of your travel
arrangements. This applies to any sensitive information that
you give to us such as details of any disabilities or dietary/
religious requirements. If we cannot pass this information
to the relevant suppliers, whether in the EEA or not, we
cannot provide your booking. In making this booking, you
consent to this information being passed on to the relevant
persons. Please note that where information is held by
your travel agent, this is subject to your agent’s own data
Your data controller is Roberts Holidays. You are entitled to a
copy of your information held by us. If you would like to see
this, please contact us.
We retain your full contact details and other information in
secure files and electronic storage facilities. We may use this
information to contact you by mail, telephone or electronic
means. We will provide you with details of other goods and
services including those of selected third parties. If you do not
wish to receive the further information about products and
services [from either ourselves or third parties] please write to
the data controller.
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Last updated December 2015
This brochure was printed in the United Kingdom by